Summary
Overview
Work History
Education
Skills
Work Availability
Work Preference
Quote
Software
Languages
Interests
Timeline
Generic

Tanji Derbeque

Camp Hill,PA

Summary

Experienced professional with over 20 years of customer service expertise in the hardware technical sector. Skilled in fostering a positive workplace environment and providing outstanding customer service. Proficient in resolving technical issues and establishing strong client and team relationships to drive organizational success.

Overview

20
20
years of professional experience

Work History

Focal Accounts-Lead

Essintial Enterprise Solutions
02.2017 - Current
  • Work closely with the complex business teams to ensure we meet our contractual Service Level Agreements for all complex accounts. Responsible for the creation of process documentation, identifying process inefficiencies & documenting gaps in processes and driving the identified gaps to closure. Train the teams on the agreed upon processes and create the inspection/measurement tools to ensure that processes and changes are being followed.
  • Maintains practices to influence employee morale and establish a team environment.
  • I provide emotional and mental maturity for the establishment and maintenance of good working relationships with the client and administrative staff.
  • Work as a team player, contributing to the success of Essintial and its clients, while inspiring collaboration and enthusiasm.
  • Work directly with the Director of Business to identify areas of process improvement and consistently creating efficiencies and scalable solutions in training processes
  • Provides assistance and guidance in the establishment and monitoring of the Customer Care department and Association objectives, initiates or recommends corrective measures as required.
  • Analytical mindset for data-driven decision-making
  • Strong team management and training skills
  • Documents any action or communications accurately that occur regarding on-site assessments or requests and escalates all delays and customer concerns to the appropriate management level.
  • Communicates accurate, timely and appropriate information to keep the customer informed of the status on all assessment requests.
  • Coordinates the timely completion and processing of on-site assessments by our network of field technicians
  • Collects missing and/or ineligible information to ensure timely and accurate processing of all completed on-site assessments or information requests.
  • Operate in a fast-paced environment, meeting tight deadlines while achieving personal and organizational goals.
  • Set performance targets and conducted regular check-ins to improve efficiency and service quality

Project Manager, Complex Projects

Essintial Enterprise Solutions
01.2015 - 01.2017
  • When a new project is awarded, work with customer to gather all pertinent information needed to successfully complete all scoped work. Information includes SOW, SLA’s, PO’s, cost models, pricing, invoice setup, tax and billing information, escalation contacts, etc
  • Review SOW's and MSA's and provide Operations approval
  • Create project schedules
  • Create and review technical documentation, sign off forms, scripts and guides for internal and external use
  • Work with management to provide forecasting for upcoming projects
  • Communicate all pertinent information to internal teams to set them up for success
  • Promotes strong working relationships with existing contracts.
  • Provide emotional and mental maturity for the establishment and maintenance of good working relationships with the client and administrative staff.
  • Ability to actively work with others in the association to develop strategies and plans to execute procedures and projects.
  • Complex problem-solving and decision making.
  • Ability to deal with complex customer complaints and/or problems.
  • Ability to initiate, organize, and prioritize work and maintain confidentiality.
  • Ability to multi-task, work cooperatively and collaboratively, communicate effectively with multiple business partners and adept at influencing, inspiring, and motivating others as needed.
  • Excellent organizational skills with the ability to simultaneously work on multiple projects/assignments.

Manager, Logistics

Essintial Enterprise Solutions
01.2014 - 01.2015
  • Provide expertise to maintain processes regarding all transactions and team interactions as it pertains to Inventory Accuracy
  • Produce and evaluate documentation pertaining to inventory to ensure a full audit trail
  • Interaction with internal departments: accounting, warehouse, operations, customer service, etc.
  • Working knowledge of serialized items as required
  • Proactively placed orders to replenish stock and avoid insufficiencies or excessive surplus in the Forward Stocking Locations
  • Evaluate data to anticipate future needs

Business Manager, PMO

Essintial Enterprise Solutions
01.2013 - 01.2014
  • Manage customer accounts of various sizes to ensure profitability, high customer satisfaction and SLA’s are met on a daily, weekly & monthly basis.
  • Understanding customer MSA’s, SLA’s and SOW’s
  • Work within a team environment with all departments to ensure all departments have a full understanding of all pertinent information needed to effectively and efficiently deliver services
  • Prepare customer facing reports - SLA performance reports, service call reports, inventory reports, etc.
  • Prepare and distribute customer invoices for maintenance agreements and time and materials service calls
  • Analyze and evaluate internal & external processes and policies, making recommendations for improvements that increase efficiency
  • Prepare financial statements, ensuring accuracy
  • Prepared audit reports, communicating findings and recommendations to clients in a clear & concise manner
  • Remained courteous and calm, even during moments of customer dissatisfaction

Manager, Support Services

Essintial Enterprise Solutions
01.2010 - 01.2013
  • Manage a team within the Support Center
  • Maintains practices to influence employee morale and establish a team environment.
  • Provide emotional and mental maturity for the establishment and maintenance of good working relationships with the client and administrative staff.
  • Work as a team player, contributing to the success of Essintial and its clients, while inspiring collaboration and enthusiasm.
  • Created team building exercises
  • Work directly with the Director of Business to identify areas of process improvement and consistently creating efficiencies and scalable solutions in training processes.
  • Provides assistance and guidance in the establishment and monitoring of the Customer Care department and Association objectives, initiatives or recommends corrective measures as required.
  • Ensuring proper coverage for all shifts, including holidays
  • Keeps track of attendance, PTO, Holiday and Personal time for team members
  • Responsible for hiring new employees, conducted performance reviews and managed performances
  • Assist with invoicing & answering customer questions or escalations related to invoicing
  • Responsible for customer escalations through phone and or email
  • Created training manual and trained new customer service representatives
  • Participate in Leadership, daily trending and weekly operations Leadership meeting
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Team Lead, Support Services

Essintial Enterprise Solutions
01.2005 - 01.2009
  • Understanding of all accounts and Customer's SLA’s
  • Train the teams on the agreed upon processes and create the inspection/measurement tools to ensure that processes and changes are being followed.
  • Identify/coordinate/recommend additional training for team members as necessary
  • Handling Customer and Management Escalations
  • Generate schedules and leave request for the Manager of Support Services to approve
  • Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.

Education

No Degree - Business

HACC
Harrisburg, PA

Skills

  • 20 years of effective communication skills
  • Strong verbal and written communication
  • Strong organizational skills for managing multiple projects
  • Multi-tasking and collaboration
  • Work organization and prioritization
  • Expertise in resolving complex customer complaints
  • Analytical problem-solving
  • Collaborative strategy development
  • Adaptable to changing environments
  • Builds effective relationships with current contracts
  • Data analysis for informed decision-making
  • Effective team management
  • Goal-oriented

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

On-SiteRemoteHybrid

Important To Me

Career advancementWork-life balanceCompany CultureHealthcare benefitsWork from home optionPaid time off401k matchStock Options / Equity / Profit Sharing

Quote

"Fight for the things that you care about, but do it in a way that will lead others to join you"
Ruth Bader Ginsburg

Software

Outlook

Microsoft

Salesforce

Google Workspace

Languages

English
Native or Bilingual

Interests

Writing

Photography

Hiking

Community Service

Music

Timeline

Focal Accounts-Lead

Essintial Enterprise Solutions
02.2017 - Current

Project Manager, Complex Projects

Essintial Enterprise Solutions
01.2015 - 01.2017

Manager, Logistics

Essintial Enterprise Solutions
01.2014 - 01.2015

Business Manager, PMO

Essintial Enterprise Solutions
01.2013 - 01.2014

Manager, Support Services

Essintial Enterprise Solutions
01.2010 - 01.2013

Team Lead, Support Services

Essintial Enterprise Solutions
01.2005 - 01.2009

No Degree - Business

HACC

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